Help Desk

About PayRange

PayRange is a leading mobile payment and technology platform powering unattended retail, vending, laundry, amusement, and other self-service industries worldwide. Our solutions combine innovative hardware, cloud-based software, and mobile applications to deliver seamless payment experiences for operators and consumers.

With operations across North America and a growing global footprint, PayRange is focused on delivering reliable, scalable, and customer-centric technology solutions.

Position Overview

We are looking to hire a Help Desk Technician to join our Mexico City office. This role is a key part of our customer support organization and will serve as a primary point of contact for technical support, escalations, and customer success initiatives.

Key Duties & Responsibilities

Technical & Customer Support

• Serve as a primary point of contact for complex customer inquiries and technical escalations.
• Provide timely, accurate, and professional troubleshooting and resolution.
• Coordinate with cross-functional teams, including Engineering, Product, and vendors, to resolve customer issues efficiently.

Technical Expertise

• Maintain a strong working knowledge of PayRange products, platforms, and functionality.
• Act as a subject matter expert to assist customers and internal team members with advanced troubleshooting, configuration, and system-related questions.
• Stay current on product updates, industry trends, and best practices to continuously enhance customer support quality.

Continuous Process Improvement

• Contribute to knowledge base articles, documentation, and self-service materials.
• Identify recurring issues and opportunities to reduce support ticket volume and improve efficiency.

Customer Advocacy & Customer Success

• Represent the voice of the customer internally by sharing feedback, pain points, and improvement opportunities.
• Support initiatives to enhance product usability, documentation, and overall customer experience.

Minimum Qualifications

• Fluent in English and Spanish (written and verbal).
• Associate’s degree in a related field or equivalent practical experience.
• Minimum 2 years of experience in IT or a related field, with direct customer-facing technical support experience.
• Prior experience supporting technology solutions such as payment systems, IoT devices, SaaS platforms, or similar environments.
• Strong technical aptitude with the ability to learn complex software and hardware products quickly.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Experience using support ticketing systems and CRM tools.
• Ability to thrive in a fast-paced, dynamic environment with a strong focus on customer satisfaction.

Preferred Qualifications

• Experience creating and maintaining knowledge base content.
• Familiarity with Knowledge-Centered Service (KCS) standards or similar support methodologies.

Physical Requirements

• Ability to remain in a stationary position for more than 50% of the time.
• Ability to communicate effectively (in English and Spanish) with coworkers, management, and customers.
• Regular use of a computer and standard office productivity tools.
• Occasional movement within the office to access files, equipment, or collaborate with team members.
• Ability to deliver information clearly in meetings, discussions, or presentations.

Please submit resumes in English.

Work arrangement: 100% on-site